Facilities Help Desk Specialist (Archibus)

The Facilities Help Desk Specialist supports NOAA facilities operations at the Silver Spring Metro Campus. Serving as the primary contact for occupants, contractors, and service providers, this role manages facility service requests and work orders in ARCHIBUS, coordinates communications, maintains accurate records, and supports operational reporting.

Essential Duties and Responsibilities

Facilities Help Desk Operations

• Operate the Facilities and Collaboration Center help desks during business hours, responding to requests received by phone, email, walk-in, or stakeholder communication.
• Create, prioritize, route, update, and monitor service requests and work orders in ARCHIBUS through completion.
• Provide timely notifications and maintain accurate service records in accordance with NOAA procedures.

Customer Service and Stakeholder Coordination

• Deliver responsive customer service to NOAA employees, contractors, visitors, and building stakeholders.
• Coordinate communications among building management, ownership representatives, maintenance contractors, security personnel, and service providers.
• Respond to inquiries about building operations, facility services, conference centers, and campus amenities.

Systems, Reporting, and Operational Support

• Use Archibus to manage work requests, track status and completion, review data accuracy, and support billing and chargeback activities.
• Maintain service statistics, performance metrics, operational records, and recurring reports for NOAA leadership and the COR.
• Support issue escalation, direct-bill and facilities assessment tracking, key and parking administration, policies and procedures, records management, and special projects.
• Provide surge support during emergencies, relocations, special events, or high-volume periods and contribute to process improvements.

Required Qualifications

• Bachelor's degree in facilities management, business or public administration, property management, information systems, construction management, or a related field; an equivalent combination of education and relevant experience may be considered.
• Two to five years of experience supporting a facilities or service help desk, property management, facilities management, or building operations.
• Experience using Archibus or another CMMS/IWMS platform and providing customer service in a professional office environment.

Preferred Qualifications

• Archibus training or certification and experience supporting federal facilities or agencies.
• Familiarity with on-demand work, preventive maintenance, space management, facilities metrics, and chargeback or billing processes.

Key Skills

• Working knowledge of Archibus or similar facilities systems, Microsoft Office, data entry, and reporting.
• Strong customer service, communication, organization, multitasking, teamwork, and attention to detail.
• Knowledge of facilities operations, work-order management, and administrative recordkeeping.

Security Requirements

• Must be able to pass a NOAA background investigation (NACI), and obtain and maintain facility access credentials.